• An agent ended the interaction, but the disconnect reason says end-user. Why?

    If the agent ended the interaction from a headset instead of the PureCloud user interface, then the disconnect reason can appear as “end-user” because the system interprets the disconnect request as coming from an outside source.

  • Can I attach files to an ACD email message?

    You can attach most types of files to an ACD email reply except for these unsupported file types

    To attach a file, either drag and drop a file into the email reply field or select Attach a file and select a file from the browser window. For more information about attaching a file to an ACD email, see Work with ACD email.


    You can send and receive messages in PureCloud, including attachments, up to 10 MB. 

    Messages exceeding 10 MB, including attachments, will bounce back to the sender. Messages larger than 10 MB that you try to send from PureCloud will yield an error. You can work around this limitation by including links to larger documents stored in PureCloud Documents. For more information about sharing a file within Documents, see About Documents and Share a file.

  • Can I bulk download recordings from PureCloud?

    No. Currently, you can download one recording at a time from the PureCloud interface. For more information, see Download a recording.

  • Can I change the activity length from the shift view?

    In the shift view, hover at the beginning or end of an activity. When the cursor changes to a two-sided arrow, click and drag to resize it, extending or reducing the activity length. For more information, see Set up shift activities.

  • Can I change the default font that PureCloud uses for Chat?

    No, you cannot change the default font PureCloud uses for Chat.

  • Can I connect third-party chat clients to PureCloud chat?

    No. We currently do not support connecting PureCloud chat to third-party client applications such as Trillian, Adium, or Pidgin.

  • Can I disable an invite link after I send it out?

    Yes. Toggle the Open Admission switch to OFF in the Organization Settings. See Configure invite links.Cancel invite link

  • Can I enable voicemail on a standalone phone?

    No, PureCloud does not support voicemail for standalone phones.

  • Can I have multiple versions of a file?

    In Documents, you can replace an existing file with a new version of it. For more information, see About file versions.

  • Can I make and receive calls when I am logged off of PureCloud?

    If you have a physical phone set as your default phone, then you can make and receive calls on that phone even if you are logged off of PureCloud. Ask your administrator if you are unsure which phone is your default phone. If you are an administrator and want more information about how to assign a default phone to a user, see Assign a default phone

    If you do not have a physical phone set as your default phone and are logged off of PureCloud, then you can still receive calls to your phone number in PureCloud. Before you log off, enable call forwarding. PureCloud forwards any calls made to your PureCloud number to the number of your choice. 

  • Can I opt out of a PureCloud update?

    No. PureCloud strives to provide a consistent and continuous experience for all users, so we do not maintain multiple versions. All users always have the latest version. For more information, see Continuous delivery model.

  • Can I use a trusted proxy certificate for content inspection with the Bridge Server?

    No. Because the security provided by the Bridge Server depends on mutual certificate authentication, the Bridge Server cannot support the use of intermediate proxy certificates.

  • Can I use SAML to create a single sign-on integration to PureCloud for my identity provider?

    PureCloud does not support custom Security Assertion Markup Language (SAML) integrations. As a SAML service provider, PureCloud uses a client integration strategy for SAML support and OpenID Connect Identity Providers (IdP’s). Instead of an open-ended approach that supports custom SAML integrations, PureCloud provides quick, client-side integrations to automate the authentication process with identity providers. This strategy limits the support burden on our developers and enables them to focus on new features for PureCloud customers. If PureCloud does not currently support your identity provider, let us know so that we can gauge market need and potentially add the integration. For supported single-sign integrations, see About single sign-on.

  • Can I use the Call button without PureCloud Communicate?

    Yes, you can use the Call button without a PureCloud Communicate license (which integrates with your phone system). This button can also launch a phone call application like Skype.Call button

    1. Click the Call button or a phone number from anywhere in PureCloud.Start a call with Collaborate
    2. First time only: Choose an application for handling phone calls. Exact instructions can vary depending on browser type.
      Note:  This sets the default for the browser or the Desktop app. You can also set a default for your computer by associating a default calling application with the Tel Protocol in your operating system settings.
      Select a calling application

  • Can PureCloud connect to another PBX?

    PureCloud can connect to any PBX that supports SIP. However, PureCloud cannot currently share data, such as status or prior input, with these PBXs. 

  • Can the PureCloud WebRTC phone alert use my computer speakers but the call conversation use my headset?

    Yes. PureCloud sends alerts, such as incoming calls, to your default computer audio. The PureCloud WebRTC phone sends call audio to the speakers of your choice. To choose default audio devices for your computer, use your computer’s controls. To change the audio devices used during a web-based phone call, use the phone settings found where you select the PureCloud WebRTC phone as your phone.

  • Can we implement our own STUN/TURN server to proxy connections to PureCloud?

    No. There is currently no way to use a private STUN/TURN server. PureCloud leverages Google’s global network of STUN (not TURN) servers for faster and better NAT traversal. If you disable them, then you will experience broken or slow NAT traversal during the connection of features like video chat or WebRTC phones. 

  • Do I require a SIP proxy between the Edge and SIP provider?

    See Eliminate the SIP proxy between the Edge and SIP provider.

  • Do out of service hardware Edges receive automatic Edge software updates?

    Edges in the Out-Of-Service state still receive automatic software updates. Automatic Edge software updates require that the Edge is online.

  • Do short duration calls and surcharges apply to outbound dialing calls?

    Yes, outbound dialing calls are subject to the same rules for short duration calls as all standard outbound domestic calls.

  • Do short duration surcharges apply to inbound calls?

    No, short duration surcharges do not apply to any type of inbound call.

  • Do short duration surcharges apply to outbound international calls?

    No, by default, the billing minimum for an international call is 30 seconds. Therefore, short duration call penalty does not apply.

  • Does PureCloud offer security features to detect and prevent SIP-based and VoIP vulnerabilities?

    Yes, PureCloud has a proprietary border controller that supports (MTLS/SRTP) to allow encryption and authentication of signaling and media traffic. Features also include ACLs to limit IP endpoints, Rate Limiting for Denial of Service attacks, SIP digest authentication, and dialing rights validation to prevent outside toll fraud.

  • Does PureCloud support MMS or group SMS?

    Not at this time.

  • How are attributes different than tags?

    Attributes are for standardization

    Attributes allow admins to standardize how files are organized across workspaces throughout your org. Only admins create attributes. When a user assigns an attribute to a file, the user specifies the file-specific value for the attribute.

    Tags are for individuality

    Tags allow each user to organize files the way that is meaningful to them. Tags are created by admins and by users.  

  • How are faxes sent and received in PureCloud?

    When a user sends a file as a fax in PureCloud, the file is uploaded to AWS. AWS converts the file into a .tiff file format and sends it to the PureCloud Edge. The Edge then sends the fax to the user-entered number using your SIP trunks. If the file did not originate in Documents, PureCloud also stores the original file in its original format in the user’s workspace in Documents. For information about how to send a fax from PureCloud, see Send a fax.

    Since a user has the same number for both incoming calls and faxes, the Edge must detect whether an incoming call is a voice call or fax. If fax detection is enabled and the Edge detects incoming fax tones, negotiates the T.30 transmission, receives the image data, and sends it to AWS as a file in .tiff format. AWS converts the fax to a .pdf file and sends it to the user’s inbox and workspace in Documents. For information about how to view received faxes in PureCloud, see View faxes in the inbox.

    PureCloud transmits faxes using T.30 protocols with a maximum transmission rate of 14.4k. The trunks carrying faxes should use audio/PCMU (G.711) as their primary codec. For more information about configuring a trunk and setting the codec, see the “Set the audio codec preference and media method” section in Create an external trunk.


  • How can I check for the newest version of the desktop app?

    The PureCloud desktop app notifies you when a new version is available. However, you can also check to see if any new updates are available. 


    Right-click the PureCloud icon in the task bar and select Check For Updates.


    Select Check for Updates from PureCloud in the menu bar.

    Note: If your organization doesn’t allow you to install or update the desktop app, contact your administrator to learn how your organization deploys the desktop app. 

  • How can I check the system status of PureCloud?

    Click the link below for PureCloud’s operational, system availability, and incident information. Use the Subscribe to Updates button to receive status updates through email, SMS notifications, or RSS or Atom feeds.

    PureCloud System Status

  • How can I determine the version number of an Edge Standard from within PureCloud?

    The Edge Standard comes in two versions. Version 1 is a custom server built by Genesys. Version 2 is an HP manufactured server that has been customized to PureCloud specifications.

    You can determine the version number of an Edge Standard by checking the Serial Number on the General tab of Admin > Edges page. If the Serial Number begins with the letters CCP, then it is a Version 1 of the Edge Standard. If the Serial Number for an Edge Standard begins with any other letters or numbers, then it is a Version 2 of the Edge Standard.

  • How can I enable voicemail for users?

    To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission enabled. This permission is assigned to the Communicate – User role by default. If a user is assigned the Communicate – User role, the voicemail option should appear. If the voicemail option does not appear, see Products, roles, and permissions list for instructions on how to add the voicemail permission. You can also add the Voicemail > Voicemail >Receive permission to other roles.

    To view your voicemails, see Access your voicemail

  • How can I include a hyperlink in a response?

    To include a clickable hyperlink in a response, type the complete URL. Alternatively, copy and paste the URL from a webpage. The link automatically appears as a clickable hyperlink when the customer receives the response.

  • How can I make my files easy to find later?

    When you upload files, be sure to add tags to them. You can also add attributes to files after you upload them. For more information, see About tags and About attributes.

  • How can I physically identify an Edge Mini from an Edge Micro?

    The Edge Mini and the Edge Micro are physically identical in that they both use the same chassis.  To tell them apart, you can check the model number found on the sticker on the bottom of the chassis.

    • The model number of the Edge Mini is ARK-1550-S9A1E
    • The model number of the Edge Micro is ARK-1550-S6A1E 

  • How can I record all phone conversations in PureCloud?

    Go to Admin > Telephony Trunks. In the Line Recording section, check the Enabled box. See Create an external trunk.

  • How can I refine my Resource Center search?

    Advanced search filters and boolean operators help to refine your search results. For details, see the About search section of the About the Resource Center article.

  • How can I report an issue about PureCloud?

    To tell us about a problem in PureCloud, select Contact Support from the expanded Help menu. For more information about PureCloud Customer Care and the Help menu, see the PureCloud support and feedback article.

  • How can I set up faxing for a user?

    Add the Conversation > Fax > Send and Conversation > One Number Fax > Receive permissions to the user. No default roles include these permissions, so add them to a new or existing role and then add that role to the user. For more information about roles and permissions, see Products, roles, and permissions list

  • How do I add files to a workspace?

    You add files to a workspace by uploading them from either your desktop or mobile device.

    • You can upload any type of file
    • You can upload any number of files, but each file must be no more than 2GB.

    For more information, see Add files to a workspace.

  • How do I add my picture?

    From the Edit Mode in your profile, click the camera icon on your profile picture. For more information, see Add a profile picture.

  • How do I add skills and certifications to my profile?

    In the Edit Mode, edit a section in your profile. Type the tag in the Add field. Then press Enter or select a tag from the suggestions that display to add the tag.

    For more information, see Add tags to your profile.

  • How do I change or reset my password?

    If you know your current password but want to change it, use the Preferences menu. For more information about changing your password, see Change your password.

    If you forgot your PureCloud password and cannot log on to PureCloud, reset your password from the login screen. For more information about resetting your password, see Reset your password

  • How do I configure managed phones for FENT?

    Click the link below to configure managed phones under the FENT (Far-End NAT Traversal) deployment model.

    Configure base settings for managed phones under FENT

  • How do I create a group?

    Members of an organization must have permission to create groups. For admins, see Create groups (admins). For non-admins, see Create groups (non-admins).

    Note:  By default, non-admin users do not have permission to create groups. If you think you should have permission to create groups, contact your PureCloud Administrator.

  • How do I downgrade a phone’s firmware version?

    If you are experiencing some sort of conflict/problem with a certain version of the phone firmware, please contact PureCloud Customer Care. See PureCloud Customer Care phone support.

  • How do I download Edge logs for support from an offline Edge

    To export Edge logs to USB memory use the LCD menu path Settings > Diagnostics > Media State > Copy All Logs to E:. Use this option to download Edge logs for support, when the Edge is offline.

  • How do I enable company directory support on menus in Architect?

    Open the flow for which you want to enable company directory support and in the flow’s Settings area, select Speech Recognition. In the Speech Recognition design area, under General Speech Settings select the Enable company directory speech recognition for all menus check box.

  • How do I find a file in my Documents repository?

    Your Documents repository is designed to hold a lot of files. The more you use it, the bigger it becomes. To help you find your files, Documents provides several sophisticated tools.

    • Start by searching for a file by its name or type. Then use the faceted search to narrow your search based on specific criteria. For more information, see Search for a file
    • You can also search based on the tags you assigned to the file. See About content tags.
    • With the full-text search feature, you can search the text in images and PDFs (among other things). For more information, see About full-text searching.

  • How do I find courses in Portugese?

    Genesys offers courses in Portugese to help users set up and use PureCloud:

    General PureCloud training is available on PureCloud Training.



  • How do I find Japanese training?

    PureCloud Japanese training is located at:

    General PureCloud training is available on PureCloud Training.

  • How do I find my organization ID?

    To view your organization ID, follow these steps:

    • Choose Admin > Account Settings> Organization Settings.
    • Click Advanced.

    PureCloud displays your organization ID.

  • How do I find out what firmware version a phone is running?

    You can find out what firmware version a phone is running by checking the phone information panel on Phone Management’s Phones tab. For more information, see Get details in the phone information panel

  • How do I find PureCloud courses in Spanish?

    Genesys offers courses in Spanish (Español) to help users set up and use PureCloud: Lista de cursos en Español

    PureCloud Webinar Recordings are also offered in Spanish: PureCloud Webinar Recordings

    General PureCloud training is available on PureCloud Training.


  • How do I format text in chats?

    PureCloud Chat supports simple markdown for formatting text in chats. See Format text in chats for more information.

  • How do I get the conversation ID?

    The conversation ID is a unique identifier for each interaction in PureCloud. This ID is required by PureCloud Support for most Severity 1 tickets. See Get a conversation ID for Support

  • How do I join or leave an official group?

    Only group owners can add or remove members from an official group. For more information, see Join or leave a group.

  • How do I know when to assign an attribute to a file?

    Your admin tells you which attributes are available and when to use them.

  • How do I locate my Edge IP address?


    • Telephony Admin role

    To find an Edge’s IP address:

    1. Click Admin.
    2. Under Telephony, click Edges.
    3. Click the appropriate Edge name.
    4. Click the Network Interfaces tab.
    5. Navigate to the first active interface and look for the IP address on the first tab:

  • How do I log out of PureCloud?

    From the sidebar, click your profile picture in PureCloud to access user settings, and then click Logout.  

  • How do I port numbers out of PureCloud Voice?

    For information, see Port numbers out of PureCloud Voice.

  • How do I preview a shift with flexible start times?

    When you set a shift’s start time, you can optionally allow for flexibility in the shift’s starting time. If you configure flexible start times, you can preview the shift at each incremental configured start time by clicking the left and right arrows under Preview shift at. For more information, see Set up shift activities.

  • How do I replace a PureCloud Edge?

    To replace a PureCloud Edge, see Replace the Edge.

  • How do I schedule a report?

    Use the report editor to schedule a report. You can choose how often to run a report, such as daily, weekly, monthly, or other intervals. For more information, see Configure a report.

  • How do I set up the PureCloud WebRTC phone

    Click the link below for comprehensive instructions on setting up the PureCloud WebRTC phone in your organization. 

    Get your PureCloud WebRTC phones up and running

  • How do I turn off chat notifications?

    To turn off chat notifications for a single group chat room or for all group chat rooms, see Set chat preferences. You still receive notifications for direct messages and mentions when chat notifications are off.

    To turn off all desktop notifications, including chat notifications, see Change browser app settingsChange Windows desktop app settings, or Change Mac desktop app settings


  • How do I unshare a document?

    You can unshare a document from your My Workspace. For more information on unsharing a document, see Unshare a file, in Share a file.  

  • How do I update my location?

    Update your location in the Location section of your profile. See Add your location.

  • How do I update the firmware version for a phone?

    When a phone is provisioned or rebooted, PureCloud automatically updates the phone to the latest version of PureCloud-supported firmware.

    You reboot a phone from within PureCloud by using the Restart Phone button in the phone information panel. See Get details in the phone information panel.

    PureCloud also automatically updates the phone to the latest version of PureCloud-supported firmware during a site update.

  • How does my current location sync between the browser or desktop apps and the mobile app?

    Your mobile phone’s location is “primary” when you are using multiple Collaborate clients.

    • If you are logged into multiple Collaborate clients, for example, the web browser app on your work computer, the desktop app on your home computer, and the mobile app on your mobile phone, the most recent location update from the mobile app is reported.
    • If you are not logged into the Collaborate mobile app on your mobile phone or if the location on the mobile phone timed out after the one hour timeout period, the most recent location update from the last computer that you used is reported.
    Note: Android phones report location when the app is foregrounded, backgrounded and terminated (swiped out);  iOs phones report location when the app is foregrounded, but not when backgrounded or terminated, due to battery drain.

  • How does phone redundancy work?

    PureCloud phone redundancy operates as an active-active configuration. When a phone provisions and gets its configuration from an Edge, it registers simultaneously to both homed Edges. Once the phone has registered to both Edges, it uses the primary Edge to place and receive calls. If the connection between the primary Edge and the phone goes down, calls switch to the secondary Edge. It does not matter whether the call is made from the PureCloud user interface or from a hardware phone. Both calls operate in the same manner. All SIP and Media signaling also switches to the secondary Edge. When the primary Edge does come back online, all signaling switches back to the primary Edge.

  • How long does it take a PureCloud Edge to reboot?

    A PureCloud hardware Edge takes an average of between five to fifteen minutes to reboot. More Edge information is available at: https://help.mypurecloud.com/articles/purecloud-edge-resources/

  • How many documents can I upload?

    You can upload as many documents as you like, as long as each document does not exceed 2 GB. 

    See also How much storage do I have for my documents?

  • How many groups can exist in my org?

    You can have as many groups as you want. 

  • How many people can I add to a group?

    You can have as many members as you want in a group. 

  • How many phone numbers can I enter for a contact?

    You can specify up to 4 phone numbers. For more information, see Edit contact information. 


  • How many sites can connect to PureCloud?

    There is no limit on the number of sites that can connect to PureCloud. We recommend placing two Edges in the site that has your telephony services. 

  • How much bandwidth does screen recording require?

    A single screen recording typically requires 150-250 kbps. Screen resolution and the amount of on-screen movement affect the amount of bandwidth required.

  • How much detail about my location do others see?

    In the United States, PureCloud collects and displays the city and state you are currently in. International location displays are similar. We do not share your exact location.

  • How much storage do I have for my documents?

    If you are using a PureCloud Communicate license, then you have 2TB of storage available per organization.

    If you are paying for a PureCloud 1, PureCloud 2, or PureCloud 3 license, then you have unlimited storage available for all users.

    See also How many documents can I upload?

  • How often is location data updated?

    Your reported location updates hourly.

  • How to I determine which phone is registered to a particular user?

    You can find out which phones are registered to particular users by using the In Use By filter on the Phones tab in Phone Management. For more information, see Phone management column filters.

  • If the Edge appliance fails, can I make or receive ACD or non-ACD calls with N+1 redunancy?

    Yes. Redundant Edges allow you to place and receive both ACD and non-ACD calls after the active Edge in an N+1 Edge arrangement fails. 

    The phone redundancy feature registers and assigns phones to both a primary and secondary Edge. If the primary Edge goes down, the phone switches to the secondary Edge to place and receive calls. The phone capability switches almost immediately. It takes up to 15 seconds to place or receive calls with the PureCloud user interface due to the timing window required for the Edge to cloud heartbeat messages. 

    Caution: You lose all currently active calls when an active Edge fails.

    Note: Redundant trunk and gateway connections between Edges are required.

  • If the Edge appliance fails, does IVR continue to work with N+1?

    Yes. Each PureCloud Edge appliance in an Edge group holds a cached version of the IVR in memory.

  • If the Edge cannot connect to the cloud, are call events lost?

    If the Edge appliance is working but the connection to the cloud goes down, the call updates sent from the Edge to the cloud are interrupted. The Edge continues to write call events to the Edge disk during the interruption. When the connection to the cloud restores, the Edge sends all the missed call events and recordings to update the cloud, and PureCloud displays the correct current call status.

  • If the Edge cannot connect to the cloud, can I make or receive ACD calls

    Yes. The Edge provides basic ACD routing capability when the Edge cannot connect to the cloud.

  • If the Edge cannot connect to the cloud, can I make or receive non-ACD calls?

    Yes. All internal and external calling works. However, you cannot use the PureCloud interface to place or answer calls. You must use the controls on the phone itself to perform these operations. For example, you press the physical mute button on a hardware phone or click the mute button on softphone software. 

  • If the Edge cannot connect to the cloud, can I use the PureCloud interface to make calls?

    No. You cannot use the PureCloud on-screen call control options, such as mute or transfer, while the screen is frozen. When the connection to the cloud restores, the PureCloud on-screen call control options become available again.

  • If the Edge cannot connect to the cloud, is IVR still available?

    Yes. The PureCloud Edge appliance holds a cached version of the IVR in memory. The cached IVR is used when the Edge cannot connect to the cloud. 

    Note: A specific call flows correctly only if the cached IVR has successfully downloaded all the files necessary to traverse the expected call flow. For example, if there hasn’t been a call into a particular menu before the Edge goes offline, and a new call is trying to go to that menu after the Edge goes offline, the call flow may not occur because the files download on demand. Make sure to program call flows with proper failure paths for when a data-dip or similar action fails.

  • If the Edge cannot connect to the cloud, what does the PureCloud interface display?

    The PureCloud interface freezes and displays the state that was occurring when the Edge appliance lost connection to the cloud. For example, if you are on a call then the PureCloud screen continues to display an ongoing call. When the connection to the cloud restores, the screen updates to display the correct call status. Call control will continue to display but the operations will not be performed until connectivity to the PureCloud Edge’s is re-established.

    Note: This assumes that the client is still connected to PureCloud. In the event that the client connection is lost as well, all call control must be performed on the phone (if using a PureCloud web-based (WebRTC) phone, the call will be disconnected).


  • Is the agent’s screen recorded during a consult transfer?

    Yes. If a screen recording policy applies to the current interaction, then the agent’s screen during the consult transfer is recorded. The consulted agent’s screen is only recorded if a screen recording policy applies to that agent.

  • Is the history of my locations stored?

    PureCloud stores only your latest location and only for one hour.

  • Is there a surcharge for a short duration call?

    Yes, but a minimum of 100 calls have to be made during a monthly billing cycle before the short duration surcharges take effect. After 100 calls, if 15% or more of the calls are short duration calls, then those calls are assessed a short duration surcharge at the prevailing rate.

    Scenario 1

    A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 10 are short duration calls. In this case, the customer invoice does not include a surcharge for short duration calls because only 10% of the calls were of short duration.

    Scenario 2

    A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 20 are short duration calls. In this case, the customer invoice does include a surcharge for short duration calls because more than 15% of the calls were of short duration.

  • Is there a timeout for location data?

    Your last reported location times out after an hour. If, for example, you log out of Collaborate or turn off your computer or phone, after an hour your location is removed from the presence and status display in your profile and other locations in Collaborate.

  • Is there a way to see reports that other users create?

    No. You can see only the reports that you create.   

  • Outbound dialing services are momentarily unavailable. What should I do?

    This message indicates that a back-end service is at capacity, meaning that a resource was too busy to complete a request made by the dialer service or contact-list service. PureCloud is designed to automatically deploy additional resources when needed. Since this condition is temporary, subsequent requests are likely to succeed.

    Wait a few seconds. Then retry the URL from the address bar or click the refresh button in your browser.

  • What are the orange lines in chats and how do I remove them?

    This line shows which messages are unread based on when the room or PureCloud was out of focus. 

    This unread message indicator clears when you:

    • Press Esc.
    • Respond to the conversation with a new message.
    • Click the conversation starting point bar.Conversation starting point bar

  • What are the size limitations for canned responses?

    For plain-text canned responses you can include up to 4,000 characters.

  • What are workspaces?

    Workspaces are places where you store your documents, or files. You have one personal workspace, called My Workspace. You may also belong to multiple group workspace. For more information, see About workspaces.

  • What can I upload?

    You can upload any type of file to PureCloud Documents. The maximum file size is 2G.

    For more information, see About supported file types.

  • What do on-net and off-net mean?

    On-net is when a call originates and terminates on the same network. Off-net is when a call either originates or terminates on a different network.

    In Canada, usage charges for PureCloud Voice are based on on-net and off-net areas. A large portion of the calling area in Canada is considered on-net. Off-net typically applies in rural areas where the population density is low.

  • What do the empty boxes before an activity represent?

    An activity with a flexible start time is represented by outlined increments that precede the current start time.

  • What does it mean if the group chat room is full?

    A chat room can have a maximum of 1000 participants. If a group chat room has 1000 participants, then PureCloud considers it full, and you can only browse the group chat’s history. You cannot join the chat, post messages, or search chat history until other users leave the chat room.

  • What does the lock icon represent?

    The lock icon next to an activity indicates that the activity is marked “Not relative to shift start.” The activity is not dependent upon the shift’s start time. For more information, see Set up shift activities.

  • What does the marked out currency symbol represent?

    The currency icon with a slash next to an activity indicates that it is an unpaid activity. For more information, see Set up shift activities.

  • What does the star icon do?

    The star icon (Favorites) enables you to choose people and groups in your organization who should appear on your Favorites list. For more information, see Add Favorites.Add favorites icon

  • What file size can I expect for screen recordings?

    Screen recording file size ranges from 3 MB/15 mins to 18 MB/15 mins. The low recommendation is based on a low resolution monitor with little screen movement. The high recommendation is based on a high resolution monitor with a lot of screen movement, like video.

  • What font does PureCloud use?

    PureCloud uses Helvetica Neue as the default font for all text, but will fall back to Helvetica, Arial, or sans-serif if Helvetica Neue is not present on your computer. PureCloud uses Lato for headers.

  • What happens if a metered evaluation policy matches more interactions than it is set to evaluate?

    PureCloud does not assign evaluations for the extra interactions. For example, imagine that you create a policy that matches inbound calls and that also assigns 50 metered evaluations per day. If you receive 300 inbound calls in a day, then only 50 of them are assigned for evaluation. The remaining 250 are no longer eligible for evaluation, unless they match a different policy. The next day, the count starts over with new interactions received that day. The non-evaluated interactions from the previous day do not roll over.

  • What if I don’t want to share my location?

    If you choose not to share your location or turn off location services in your browser or mobile phone, Collaborate does not display your location information. Other users’ location information is still displayed.


  • What if my carrier does not support the E.164 international numbering plan?

    The PureCloud Edge can transform the calling and called party numbers sent on an outbound call into an acceptable format for carriers that do not accept E.164. See the section “Transform the outbound address through regular expressions. See Examples of regular expression match and replace for external trunk number transformation for examples of regex to use with carriers that do not support E.164.

  • What if the Resource Center does not display correctly?

    If the Resource Center’s navigation or features do not display correctly, clear your web browser’s cache and reload the page. Clearing the cache allows the page to reset and display correctly. If the page still does not load correctly, please fill out the feedback located at the bottom of each page.

  • What is a PureCloud Softphone?

    The PureCloud Softphone is a software-based phone that requires Microsoft Windows. There is a separate software package to download and install before you can begin to use the phone to make and receive calls. For more information, see About PureCloud Softphone.

    Within PureCloud, we also provide the PureCloud WebRTC phone. Our PureCloud WebRTC phone is different from our PureCloud Softphone in that it runs right from your browser. There is no additional software to download or install.  You simply enable a web-based phone and you can immediately use it to make and receive calls.


  • What is a PureCloud WebRTC phone?

    The PureCloud WebRTC phone runs right from your browser. There is no additional software to download or install. You simply enable the PureCloud WebRTC phone and you can immediately use it to make and receive calls. For more information, see Set up PureCloud WebRTC phones.

    The PureCloud Softphone is different from the PureCloud WebRTC phone.  It is a Windows-only software-based phone. It requires a separate software package to download and install before you can begin to use the phone to make and receive calls.


  • What is a short duration call?

    Any customer-originated outbound US domestic completed call that is equal to or less than 6 seconds in total duration is defined as a short duration call.

  • What is an Edge group?

    An Edge group is a set of Edge devices that are directly connected to one another over a high-bandwidth and low-latency network. The purpose of an Edge group is to allow all Edges in the group to access and share trunks connected to other Edges in the Edge group.

  • What is the Activity Stream?

    The Activity Stream shows a list of all of the notifications and messages you receive while logged on to PureCloud. You can use it to check recent activity, and see when someone sent you a chat message, left a voicemail message, or called you. 

  • What is the difference between a group chat room and a personal chat room?

    Both types of chat room appear under Groups in the Chat panel, but they are different in the following ways:

    • Group chat rooms appear under Official Groups and include anyone who is a member of a group and any non-members who want to chat with or monitor the room (if the group is public). Only admins or group owners can add or remove members from groups. 
    • Personal chat rooms appear under Personal Groups and only include people invited by the room creator or by other participants. Anyone can create personal chat rooms, and they are not connected to groups. For more on how to create a personal chat room, see Create a chat room.

  • What is the format of downloaded screen recordings?

    Screen recordings use the WebM format and have a .screen extension. You can use any media player that plays back WebM files. In your operating system, you may need to choose which player to use for .screen files.

  • What is the location display for international locations?

    • Person in the US looking at a person in the US = city, state
    • Person in the US looking at a person outside the US = city, country
    • Person outside the US looking at a person in the US = city, state, country
    • Person outside the US looking at person in the same country = city, region
    • Person outside the US looking at a person in another country = city, country

  • What is the maximum number of people I can have in my organization?

    Your organization can include as many people as you want. 

  • What is the screen recording frame rate?

    3 frames per second.

  • What kinds of files can I store or view in Documents?

    You can store nearly every type of file in your Documents repository. For more information, see About supported file types.

  • What licenses do I need for External Contacts?

    • You automatically get the basic External Contacts feature with with any PureCloud user license, including the free license.
    • SalesForce integration requires a PureCloud 1 license.
    • Interaction History requires a PureCloud 3 license.

  • What permissions are not associated with a default role?

    Some permissions are not associated with any default roles in PureCloud. For a complete list of permissions not assigned to a role by default, see the unassigned tab in the Products, roles, and permissions list.

    If you want your users to have these permissions, add the permission to a default or user-added role and assign the role to the users you want to have the permission.

  • What public IP addresses does PureCloud use?

    PureCloud uses public IP addresses provided by Amazon. These public IP addresses change frequently. For more information, see Ports and services to configure on your company firewall.

  • What should I do when I remove a physical phone from PureCloud?

    When a physical phone is provisioned and registered in a PureCloud organization, certain configuration details, such as the Line Appearance ID, are stored in PureCloud and on the phone itself. If you later remove/replace the physical phone and do not intend to reuse it in your PureCloud organization, you should perform a factory reset on the phone. Doing so will prevent potential Line Appearance ID conflicts should the phone ever be inadvertently reconnected.

  • What’s the difference between a script template and a component template?

    Script editor offers two types of templates:

    • Script templates are entire scripts that have been packaged for reuse. When you create a new script, you may select a script template. See Templates page.
    • Component templates contain one or more visual components (text boxes, images, buttons, and so on) that you can insert into a script page. See Insert components from a template.

  • When does the PureCloud Voice billing cycle start and end?

    The PureCloud Voice billing cycle begins and ends at 7:00 UTC time. More specifically, your invoice for a particular billing cycle will show all calls placed after 7:00 UTC time on the billing cycle start date through 7:00 UTC time on the billing cycle end date.

  • Where are downloaded recordings located on my computer?

    If you have the correct permissions, you can download recordings one at a time from PureCloud.

    The download location depends on your operating system and which browser or desktop app you’re using. If you are using a computer managed by your company, your operating system or web-browser configuration could also affect the download location. 

    If you cannot locate a recording that you downloaded, try these steps:

    1. If you are using the PureCloud web app, then check to make sure that your web browser allows pop-ups from PureCloud.
    2. If you are using the PureCloud web app, then do an Internet search for your “web browser + downloads” to find out where your web browser stores downloads and whether you can set the location.
    3. If you are using the PureCloud desktop app, look for another dialog box that appears outside PureCloud. That window contains the name of the download, which you can click to open it and find its file system location. It is possible that the download window popped up behind PureCloud.

    You can also change your default download location.

  • Where can a developer find information about outbound dialing?

    PureCloud developer tools are documented in the PureCloud Developer Center. This site is for developers, partners, and anyone interested in interfacing directly to PureCloud from their favorite language.

    The Platform API has information on how to set up and use dialer resources, such as campaigns and contact lists, including tutorials about:

    • Inserting records into a dialer call list and starting the campaign.
    • Creating a campaign that can be run to place outbound calls.
    • Creating a contact list for use with outbound dialing campaigns.
    • Uploading contacts to an existing outbound dialing contact list.

    The Developer Center is updated frequently, so check back often.

  • Where can I download the PureCloud apps?

    You can download and learn more about the PureCloud desktop app in the Desktop app article. You can also access PureCloud by going to the web app from a web browser. For more information about the web app, see the Web app article. 

    You can download the PureCloud apps for iOS and Android devices from the Mobile apps article. PureCloud has two apps for mobile devices: Collaborate and Documents. Search for and communicate with other users in the Collaborate app, and Access files stored in PureCloud with the Documents app. 

  • Where can I find details about faxes I have sent?

    To see details about a fax, such as the number you sent the fax to and when the fax was sent, go to the fax’s file in Documents and view the audit trail for the file. 

  • Where can I find sent or received faxes?

    PureCloud Documents stores any faxes you send or receive as files in your workspace.  Search for the file to find your fax. You can also view received faxes in your inbox

  • Where is my data stored?

    When you upload a document to PureCloud, it is securely stored in our cloud. This allows you to access the document from any computer and mobile device that you use to connect to PureCloud.

  • Which additional roles do contact center agents and supervisors need?

    Contact center agents and supervisors need extra roles assigned to them so they can see the features they need to complete their work.

    • Agents need the agent role in addition to the PureCloud User role.
    • Contact center supervisors need the supervisor role in addition to the PureCloud Supervisor role. 

  • Which call actions does the PureCloud for Salesforce support?

    PureCloud for Salesforce currently supports pick up, hold, mute, blind transfer, consult transfer, record, secure pause, DTMF, and disconnect call controls. 

  • Which Salesforce API does PureCloud for Salesforce use?

    PureCloud for Salesforce is based on the Salesforce Open CTI APIs, which is what Salesforce currently supports. The CTI Toolkit has reached end of support with Salesforce and is not used with the integration.

  • Who can I share files with?

    You can share files with anyone, including PureCloud groups and people who are not PureCloud users. For more information, see About sharing files and Share a file.

  • Who can see my documents?

    You are the only person who can see documents in your personal workspace. Even PureCloud Administrators cannot access your personal workspace.

    All of the documents in a group workspace can be seen by any member of that workspace.

  • Why am I having difficulty re-provisioning my phone using the global phone provisioning service?

    The global phone provisioning service creates a 1:1 association between the phone’s MAC address and a customer’s PureCloud organization. As such, the phone cannot simultaneously exist in more than one PureCloud organization. More specifically, the global phone provisioning service may not find your phone if the MAC address exists in another PureCloud organization. If you need to re-provision a phone in a new PureCloud organization using the global phone provisioning service, you must first remove the phone from the existing PureCloud organization.

  • Why are calls from users with only extensions being blocked in PureCloud Voice?

    Calls from PureCloud Voice must have a valid number associated with them. If a user has an extension but no DID number assigned to them in their profile and a fallback outbound calling address is not defined in the trunk settings, outbound calls can fail. For more information, see Set the outbound calling address.

  • Why are calls not recording?

    Call recording requires that Line Recording is enabled on the SIP trunk by a telephony admin. Complete the Enable line recording on the trunk procedure. 

  • Why are some features not visible in the UI?

    Note: The following PureCloud features currently require additional permissions settings to view:

    • Contact center features—The agent role is required to view agent contact center features, and the supervisor role is required to view the Queue and Agent dashboards and to view reports.
    • Voicemail tab—The Unified Communications permission is required to view the voicemail tab. Follow these steps to add this permission:
      • Click Admin > People and Permissions.
      • Click Roles/Permissions.
      • Click Edit Role.
      • Click the Permissions tab.
      • Click All Permissions.
      • Check General > Unified Communications.

    For more about permissions, see About People and Permissions and Products, roles, and permissions list.

  • Why can’t I find the chat group to receive webhook notifications?

    You must be a member of owners-only or members-only PureCloud groups to administer chat notifications (webhooks) to those groups. If you are not a member of those groups, you won’t find them when you attempt to specify the Chat Target in the PureCloud configuration. Ask the owners of those groups to add you as a member and then remove you when the configuration is completed. Note: You can administer notifications to public groups without being a member.

  • Why can’t I see Documents?

    In order to see Documents, you must have the Employee role or any role with the Content Management User permission. Contact your administrator for assistance.

  • Why can’t I see the group workspace I need?

    In order to see a group workspace, you must be added as a member of it. If you don’t see the group workspace you want, ask your admin to add you as a member to that group workspace.

  • Why do calls disconnect when routed to an inbound call flow?

    Automatic speech recognition (ASR) is enabled by default for the starting menu of new call flows. If no ASR terms are defined on the starting menu, the system can disconnect the caller. To prevent unintentionally disconnecting callers, define valid ASR terms for the menu options or override ASR for the call flow. See Basic steps to design a flow and Set up the starting menu.

  • Why do I need to re-enter my PureCloud credentials?

    Users in HIPAA organizations are logged out of PureCloud when their browsing session expires. Users are directed to the PureCloud login page and must re-enter their credentials. If users are on a call when the browsing session expires, the call is not interrupted. When the call completes, users are directed to the PureCloud login page and must re-enter their credentials.

    Users in non-HIPAA organizations are automatically re-authenticated when their browsing session expires. The re-authentication process causes PureCloud to reload. Users are returned to the page they were on when the browsing session expired. If users are on a call when the browsing session expires, the call is not interrupted. Users can choose to re-authenticate automatically after the call ends.

  • Why do I need to select a region?

    When you log in to the browser appdesktop app, or mobile app, you are prompted to select the region where your organization was created, for example, Americas, Asia Pacific (Sydney), Asia Pacific (Tokyo), or EMEA. If you are unsure about the region to select, contact your PureCloud administrator. Whether you are in the office, at home, or traveling, your access to PureCloud is routed to the URL corresponding to the location of the Amazon data center for your region. 

  • Why do I see articles on PureCloud features that I don’t have?

    There can be a few reasons why the Resource Center mentions features that you don’t see:

    • You don’t have the user permissions. PureCloud features are role-based, meaning that an administrator must assign you a certain role before you can access certain features. For more about permissions, see About People and Permissions and Products, roles, and permissions list.
    • You don’t have the license. Licenses for Collaborate, Communicate, and PureCloud 1, 2, and 3 all provide different features. The features available to you depend on what has been purchased for your organization. 
    • The feature is not released yet. PureCloud adds new features and enhancements every week. In anticipation of updates, the Resource Center can mention features that PureCloud does not have yet but will have very soon. For more information, see Continuous delivery model.

  • Why do I still get mobile app notifications after I close PureCloud?

    PureCloud mobile apps continue to push notifications unless you log out of PureCloud. Closing the app does not automatically log you out.

  • Why do my calls get sent to voicemail when I am in certain statuses?

    To prevent interruptions, PureCloud sends your calls to voicemail if you are in any of the following statuses: Busy, Break, Meal, Meeting, Training, Out of Office, or Offline. If you are an agent, On Queue, and completing a voice interaction, PureCloud can also send incoming non-interaction calls straight to voicemail, depending on how your administrator has configured agent utilization. For more information about statuses and their effects, see Presence, status and activity indicators or Agent presence, status, and activity indicators.

  • Why do some webhook notifications not show up in my target chat rooms?

    There is a rate limit of 10 webhook notifications per second. If you are seeing some notifications but not others, try narrowing the focus of the webhook mappings by adding more filters.

  • Why does my location sometimes display incorrectly?

    This may occur when the browser API returns an approximate location for the latitude and longitude coordinates provided for your location, for example, when using a device that does not have GPS, or when the Open Street Map data is inaccurate.

  • Why does the Offered metric not always equal the Answered plus Abandoned metrics?

    Flow outs and PureCloud’s method of tracking metric statistics could cause the Offered metric not to equal the Answered plus Abandoned metrics.

    Flow outs are calls that enter and leave a queue without getting answered by an agent or disconnected, so PureCloud does not include these calls in Answered or Abandoned metrics. Flow outs can include manual transfers, transfers to voicemail, manually picking up a call, or call backs. They can also include any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. PureCloud does not include flow outs in Answered or Abandoned metrics. 

    PureCloud tracks metric statistics in 30-minute intervals. An interaction could span multiple intervals. If an interaction enters a queue in one interval but is not answered or abandoned until the next interval, then PureCloud counts the interaction as Offered in one interval and as Answered or Abandoned in the next interval. For example, a call comes in to a queue at 7:28 and an agent answers the call at 7:32. PureCloud adds the call add to the Offered metric for the 7:00-7:30 interval but adds the agent’s answer to the Answered metric for the 7:30-8:00 interval.

  • Why doesn’t the Email button work?

    You must have a default email application selected on your computer to use the Email button. If you do not know how to select default applications for your operating system, ask your IT department.Email button

  • Why is a user not receiving calls through their assigned DID number or extension?

    If a user has a DID number or extension assigned to them and they cannot receive calls through that DID number or extension, check the following:

    • If the user has both a DID number and extension, the DID number and extension are entered as different phones in the user’s Contact Information section in their profile. The DID number and extensions are considered different numbers and cannot be entered as the same phone. See Set your contact options.
    • The DID number and extension are listed and defined in the DID or extension pools
    • The user has the proper license type, roles, and permissions. See Check a user’s permissions

  • Why is my Bridge Server disconnecting every 10 minutes?

    The Bridge Server uses long-lived secure WebSocket connections for bi-directional communication with PureCloud. Configure your web proxy to allow these connections.